Specialist Quality & Development

Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth.

Education:

• High School diploma or equivalent required.  Bachelor’s degree preferred.

Work Experiences:

• Minimum 2 years of customer service or training experience required
• Experience in a call center environment is preferred

Skills:

• Strong presentation skills, enthusiasm for learning, and the ability to promote continuous learning across all management levels
• Ability to effectively deliver feedback to team members
• Understanding of customer service principles and practices
• Good analytical skills, strong problem-solving abilities, and creative resolution skills
• Ability to remain organized, pay strict attention to detail, and meet critical deadlines within a high-volume, fast-paced environment
• Able to work effectively with minimal supervision independently and in a team setting environment
• Ability to find techniques, learning strategies, and engaging ways to relay information
• Excellent communication (written and verbal) and interpersonal skills
• Proficient use of Microsoft Office programs, including Word and Excel
• Acceptable level of hearing and vision to perform assigned job duties
• Available to work flexible hours, including evenings and weekends as needed

Responsibilities:

• Assists in developing and maintaining training materials, processes, and teaching methods aligned with the organization’s goals
• Conducts research and recommends changes to training programs, content, and materials.
• Uses data to identify inconsistencies and recommend changes and enhancements to processes, training, and monitoring programs
• Leverages customer insights to develop strategies to elevate the customer experience
• Gather and analyze data to identify organizational needs and opportunities
• Provides refresher training for new and existing Team Members to reinforce skills as needed.
• Partners with Customer Care Operations to develop, deliver, and maintain education to key stakeholders within the organization
• Conducts periodic quality assessments to identify skills gaps and recommend appropriate learning solutions
• Monitors training progress and ensures all trainees meet learning objectives and achieve performance measures and effectiveness.
• Familiarity with learning technologies and tools for virtual training delivery; ability to engage audiences through effective public speaking
• Develop a thorough understanding of Academy policies, procedures, and safety rules
• Duties may change; team members may be required to perform other duties as assigned

Physical Requirements & Attendance:

• Able to work evenings, weekends, and Holidays as needed
• Acceptable level of hearing and vision to perform job duties

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.​